Environmental Protection Agency

Telephony

Business Objectives

The EPA needed to modernise its communications infrastructure while maintaining uninterrupted service across six geographically dispersed locations. The organisation sought a secure, flexible telephony platform that would support critical public-facing services, simplify administration and billing, and provide a future-proof foundation for its communications strategy.

Solutions deployed

  • ‍Migration to Microsoft Teams telephony
    eir business delivered a fully managed migration to OneTeamsVoice, a cloud-hosted Microsoft Teams Direct Routing platform, enabling the EPA to transition from legacy telephony to a modern communications environment. ‍
  • Secure, resilient communications platform
    Implemented fully hosted and redundant Session Border Controllers (SBCs) and secure SIP trunk connectivity, ensuringreliable voice services and business continuity throughout the migration. ‍
  • Seamless user experience ands implified management
    Connected users through Microsoft Teams across desktop, mobile and desk phones, while providing a self-service administration portal and dedicated migration support to streamline management and adoption.

The Challenge:  

As a public service agency, the EPA’s communications infrastructure is critical to its mission. The organisation had several core requirements for a successful transformation:

  • Seamless support for six geographically dispersed reception teams
  • Continuity for key public-facing functions, including media relations, complaint lines, and out-of-hours contact 
  • Integration with existing Cisco infrastructure during the migration
  • Simplified billing and easier cost management
  • A modern, flexible, and secure telephony system that would future-proof its operations

Zero downtime and a smooth user experience were non-negotiable — particularly for live services that interact directly with the public.

The Solution:  

 eir business designed and delivered a fully managed migration to its OneTeamsVoice solution — a resilient, cloud-hosted Microsoft Teams Direct Routing platform, built to support complex organisational needs. 

Working in close partnership with EPA’s IT and operations teams, eir evo provided: 

  • A phased migrationfrom on-premise PBX to Teams telephony, with co-existencealongside Cisco systems to ensure business continuity
  • Fully hosted and redundant SBCs, with call routing through secure SIP trunks hosted in Irish data centres
  • Seamless connection for end users via Microsoft Teams, whether on desktop, mobile, or desk phone
  • A user-friendly self-service portal for simplified administration and user management 
  • Dedicated transition support including pre-configuration of users, DDIs, call routing, and custom IVRs
  • Carefully coordinated porting of PSTN numbers across all six offices to ensure continuity of service

Post-migration, the EPA received ongoing support to ensure all users were fully onboarded and confident in the new system. 

The Outcome:  

EPA’s move to eir business’ OneTeamsVoice delivered clear business outcomes: 

  • Zero disruption to services during migration — all public-facing functions remainedfully operational
  • Streamlined user experience with one unified platform for calls, collaboration, and video conferencing
  • Greater flexibility — staff can now make and receive calls from anywhere using Team
  • Simplified operations through centralised management and transparent billing
  • High user satisfacti , with positive feedback on both the ease of use and the hands-on support provided throughout the transition 

By partnering with eir business, the EPA has modernised its entire voice infrastructure — transforming from legacy systems to a future-ready, cloud-based platform that supports its mission to protect and improve the environment as a valuable asset for the people of Ireland.